Service Introduction Manager

Service Introduction Manager | Nottingham (Hybrid) | 6 Months

Role: Service Introduction Manager (Service Design & Transition)

Location: Nottingham (Retail Client)

Duration: 6 Months (Initial)

Rate: Inside IR35

Industry Requirement: Must have Retail or Digital/Web Re-platforming experience.

The Role

We are looking for a dynamic and strategic Service Introduction Manager to join a major retail client in Nottingham. You will act as the vital bridge between project delivery, engineering, and operations, ensuring that all new and changing digital solutions are seamlessly transitioned into "Live" support.

Key Responsibilities

• Service Design: Create and document end-to-end service models, including run costs and SLA negotiations.
• Transition Management: Manage the Service Acceptance Criteria (SAC) and service readiness for complex project lifecycles.
• Stakeholder Lead: Facilitate agreements between 3rd party partners and internal support teams.
• Risk Management: Identify and mitigate service risks throughout the Waterfall and Agile delivery cycles.
• Technical Integration: Oversee transition for web re-platforming projects (Cloud, Microservices, APIs) and manage the complexities of data migration and dual-running services.

What We’re Looking For

• Experience: 5+ years in Service Management, with at least 18 months specifically in Service Design/Transition at a management level.
• Sector Expertise: Proven track record within Retail or large-scale Digital/Web environments.
• Methodology: Strong proficiency in ITIL frameworks and experience working in both Agile and Waterfall environments.
• Tooling: Hands-on experience using Jira and Confluence to manage transition plans.
• Communication: Ability to influence and lead negotiations at the Executive stakeholder level.
• Technical Literacy: A solid understanding of cloud-hosted platforms and the risks associated with large-scale digital migrations.